Job Description
Medata, Inc. a company known for our innovation and technology in the Risk Management Industry is seeking a Product Support Analyst to join our talented team. Medata prides itself on its experience and leadership in the workers compensation and auto liability industries and is dedicated to offering solutions to meet today's needs and tomorrow's demands.
Job Purpose:
A Product Support Analyst I is an escalation point for Medata, Inc. products and services that specializes in software issues management and resolution. This role works with internal and external customers, IT, and developers to deliver complete resolutions, in a timely & consistent manner, to address technical questions and concerns with configuration, and use of our proprietary products.
Duties:
- Develop high level knowledge of company software products offered.
- Provide support to all user types.
- Analyze system issues and provide resolutions.
- Evaluate, recommend, and implement improvements to client environments.
- Assess client business requirements and recommend best practices.
- Maintain help library.
- Document customer information and recurring issues to support product quality programs and product development.
- Document issues in company software and triage incoming calls and emails.
- Resolve or escalate reported issues to the appropriate level support analysts.
- Troubleshoot incoming software issues by researching, reproducing the issue, and interfacing with customers, vendors and internal resources.
Requirements/Skills/Qualifications:
- Excellent organizational, analytical, and problem solving skills.
- Excellent customer service skills.
- Ability to provide clear written and verbal communication with both internal and external customers.
- Self starter and ability to work independently meet deadlines and be proactive.
- Ability to work with minimal direct supervision.
- Ability to provide activity reports in a timely manner
- Proficiency in all Microsoft Office products with heavy emphasis on Access and Excel.
- Basic understanding of the Insurance Property and Casualty Industry helpful.
Preferred Skills/Qualifications:
- Experience as a Support Representative desired.
- Knowledge of workers compensation medical fee schedules including applicable laws and regulations are a plus.
- 1+ year of bill review industry experience preferred.
